A problem is the root cause of one or more occurred (possible) cases. For example, frequent breakdowns of a certain product node can be identified as a problem. The Problems section is designed to process registered problems and plan the working time to resolve the problems.. An effective problem management decreases the influence of cases on the service availability and prevents further cases.
The section has several views:
– problems list. It displays problems as a list of records. All list columns are described below in the context of the.
– displays charts, indicators and ratings that can be used for analyzing problems.
By default, the list displays only active problems that are assigned to the current user. Problems that are not in the final status (by default, “Closed“ or “Canceled“) are considered active. The checkbox for the final status is selected in the “Problem statuses” lookup.
The followingare available in the section:
[Assignee] – filters the records by the [Assignee] field of the problem page;
[Show closed problems] – extends the list with the problems that are in the final status.